Check the Email Address
When the Email already in use message appears, first check that the email address was entered correctly.
Look for:
Spelling mistakes
Extra spaces
Incorrect domain name
Wrong email format
Search Active Staff
From the left navigation menu, click Staff.
Make sure you are on the Active tab.
Use the Filter staff search field to search for the email address or the staff member’s name.
If the person already has an active staff profile, update the existing profile instead of creating a new one.
Search Archived Staff
Click the Archived tab in the Staff section.
Use the Filter staff search field again to search for the same email address or staff member name.
Archived profiles can still reserve the email address, so they should be checked before creating a new profile.
Update or Restore the Existing Profile
If you find an existing staff profile, open it and decide what needs to happen.
You may need to:
Update the existing profile details
Reactivate or unarchive the staff profile, if available
Ask an administrator to restore the user
Use a different email address if the old profile must remain separate
Do not create a duplicate staff profile unless your administrator confirms it is needed.
Use Plus Addressing if a Unique Email Is Needed
If the person does not already exist in Active or Archived staff, you can try using plus addressing to create a unique email variant.
Plus, addressing adds extra text after the email username and before the @ symbol.
Example:
Original email:
Unique variant:
The user should still receive emails at their original inbox if their email provider supports plus addressing.
Try Inviting the User Again
Return to the invite or create a user form.
Enter the unique email variant, complete the required fields, and submit the invite again.
If the email is accepted, the user can continue the setup process from the invitation email.
Important Notes
The Email already in use message usually means the email is already linked to another user profile.
This does not always mean the user is active.
Archived staff profiles may still reserve the same email address.
Always search both Active and Archived staff before creating a new email variant.
Plus, addressing works with many email providers, but not all.
The user does not need to change their inbox settings if their provider supports plus addressing.
Avoid creating duplicate profiles unless there is a clear reason.
Troubleshooting
If the email still shows as already in use:
Search the Active staff list again.
Search the Archived staff list.
Check for spelling differences in the user’s name.
Ask an administrator to search user records.
If the plus-addressed email does not receive the invite:
Confirm the email provider supports plus addressing.
Ask the user to check their junk or spam folder.
Try a different email address.
Contact support if the invite still does not arrive.
If you found an archived profile:
Open the archived staff profile.
Check whether it should be restored.
Ask an administrator if you cannot reactivate the user.
If you cannot access archived staff:
Ask an administrator to check your permissions.
Provide the email address you are trying to invite.